Establishment of complaints, Grievance and Feedback mechanism
With the help of Responsible Finance – GiZ, the Ghana Microfinance Institutions Network (GHAMFIN) in collaboration with all Apex Microfinance Associations have established a complaints, grievance and feedback system. This is in response to the SMART campaign initiative globally which talks Microfinance institutions being fully transparent in the pricing, terms and conditions of all financial products to their clients.
GCSCA will lunch the reporting system in May, and make the complaints, grievance and feedback system available at its 10 regional offices as well as the national secretariat for clients to get the opportunity to give feedback on the services being provided by members.
The reporting system is also to give indication to the association if a member is flouting the operating rules and the code of business conduct.